Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Response Time - Totals per Agent
The "Response time - Totals per agent" report gives statistics on the minumum,maximum and average response time for all e-mail responses of a particular agent, within a selected ticketbox. Every single e-mail response and not just a particular ticket is taken into account.
Access the Report
In the Workspace screen, expand the [Shared Items] node, click on [Report Center] and open the report [Response time - Totals per Agent], by double clicking on it.
A web dialog appears as shown above. Specify your filtering options:
- Use [Date from] and [Date to] to specify the date range you wish to generate a report on.
- Select the type of message to further filter results.
- Select the desired [Ticketbox:], by clicking the [...] button and the report will only display the statistics of the selected ticketbox. You may select multiple ticketboxes to gather data on for the report. Leave the ticketbox field blank if you wish to display results from all ticketboxes in the system.
- Select agents you wish to include for the report. The report will gather the statistics of messages that have been responded to by the agent. If no agent is selected, the report will report statistics for all messages in the specified ticketbox.
- Check the [include Min/Max] checkbox to display the minimum response time and maximum response times for that ticketbox.
Generated Report
The report will display the agent(s) you have selected to gather data on for the report and their total number of e-mail responses + average response time for the chosen ticketbox,.
Responses that exceed the average response time are displayed in the [Avg. +1], [Avg. +2], [Avg. +3], and [Avg. +4] columns:
[avg+1] = between avg and (avg+1hour)
[avg+2] = (between avg+1hour) and (avg+2hour)
[avg+3] = (between avg+2hour) and (avg+3hour)
[avg+4] = (between avg+3 hour) and (avg+ 4hour)
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